Mobile banking and consumer behaviour: New insights into the diffusion pattern


Technological advancement has challenged the providers of financial services; the very nature of selling and buying financial services has changed. Mobile devices are among the newest channels to conduct banking electronically. This paper focuses on studying diffusion and adopters of mobile banking services. Previous research has identified the typical characteristics of a potential adopter in the electronic services era; this paper explores some contradictory empirical findings drawn from a mobile banking survey. The results provide an indication of the characteristics of potential subsequent adopters of mobile banking, and of differences between user segments. Consequently, the authors are able to comment on the influence of certain demographic characteristics and the preferred communication mode of customers on the adoption and future usage of mobile banking services. The quantitative survey that sheds more light on this researched issue employed a traditional method of postal questionnaire. The data were collected in Finland during May–July 2002 and include 1,253 survey responses.

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Correspondence to Mari Suoranta.

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Suoranta, M., Mattila, M. Mobile banking and consumer behaviour: New insights into the diffusion pattern. J Financ Serv Mark 8, 354–366 (2004).

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  • banking
  • customer relations
  • e-business
  • e-commerce
  • financial brokers
  • financial engineering
  • financial institutions
  • financial marketing
  • financial models
  • financial planning
  • financial training
  • insurance
  • intermediation
  • knowledge management
  • management
  • marketing
  • marketing strategy
  • pensions
  • services quality
  • virtual organisations
  • innovation diffusion
  • mobile banking
  • demographics
  • communication